Coordinate a small business customer portfolio

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver FNSBNK401A, 'Coordinate a small business customer portfolio'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Coordinate a small business customer portfolio' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

1. Manage relationships with small business customers

1.1. Contribution is made to the development of a service strategy for the small business customers

1.2. Current usage patterns of the small businesses within the portfolio are analysed and effective service and product options are identified

1.3. Databases to support the management of the portfolio are accessed and updated to ensure availability of consistent and accurate information

1.4. Campaigns targeted to the small business portfolio are conducted in a manner which meets the organisation's standards and timeframes

1.5. Reward and recognition strategies to build customer loyalty are developed and delivered to customers

2. Provide service to a portfolio of small business customers

2.1. The portfolio of small business customers is administered using the business rules and processes of the financial services organisation with services delivered to the standard specified for the small business customer segment

2.2. Effective and personalised communications including telephone, email, mail or personal contacts are undertaken within the designated service standards of the institution

2.3. Customer service needs that cannot be met within delegated authority are referred for resolution to the appropriate personnel within the organisation in a timely and effective manner

2.4. Service delivery is coordinated and followed up to ensure customer satisfaction and to provide an effective and efficient single point of contact for customers within the portfolio

3. Provide high level and tailored small business banking solutions and service

3.1. The customers' business banking needs are ascertained and evaluated

3.2. Products to manage the business cash flow are identified and rates negotiated, modelled and sold

3.3. Products to support the financial transactions of the small business are identified, modelled and sold

3.4. Products to support the borrowing needs of the small businesses are identified, modelled and sold

3.5. Products to support the leasing needs of the small businesses are identified, modelled and sold

3.6. Products to support the wealth management strategies and needs of the small business owners are identified, modelled and sold

3.7. Banking services that assist with the efficient management and statutory reporting of small business are identified and implemented

3.8. The resolution of service faults or concerns is coordinated

4. Evaluate and report outcomes

4.1. Reports against targets using standards, protocols and procedures are made

4.2. Exception or feedback reports are analysed and problems rectified

4.3. Product and service offering targeted to the small business customer segment are reviewed and solutions for improvement are made to management


Qualifications and Skillsets

FNSBNK401A appears in the following qualifications:

  • FNS41010 - Certificate IV in Banking Services
  • FNS41011 - Certificate IV in Banking Services
  • FNS41811 - Certificate IV in Financial Services